TY  - SER
AU  - Berry Leonard and Parasuraman A.
TI  - Make Listening a Habit
PY  - 0000///0
CY  - World Executive's Digest
PB  - Oct-97
KW  - Customer Service, Listening
UR  - http://192.168.6.13/libsuite/mm_files/Articles/AR849.pdf
ER  -